Technical Support Shift Leader
Must be eligible to work in the UK.
Hybrid – 1 day per week in Harrogate.
Paying up to £35,000 + 20% shift allowance (£42,000 total).
A leading UK Internet Service Provider is looking for an experienced Technical Support Shift Leader to join their high‑performing Connectivity Support team on a permanent basis. This is an opportunity to step into a pivotal role at the heart of their operations, supporting a national customer base and guiding a team of skilled technical analysts.
Key responsibilities
- Acting as the primary escalation point for complex technical issues across broadband, fibre, and network connectivity.
- Providing calm, structured leadership during high‑pressure client incidents, ensuring swift resolution and clear communication.
- Coaching and supporting a team of technical support engineers, helping them grow capability and confidence.
- Overseeing shift performance, workflow, and service quality to maintain exceptional customer experience.
- Working closely with NOC, engineering, and service management teams to drive continuous improvement and reduce repeat issues.
Required experience
- Strong background in ISP, telecoms, or network support, ideally with hands‑on experience in connectivity troubleshooting.
- Proven ability to lead, mentor, or coordinate a technical team in a fast‑paced environment.
- Excellent communication skills with the confidence to handle escalations from both internal teams and external clients.
- A proactive mindset with the ability to prioritise, make decisions, and maintain service stability during incidents.
- Knowledge of networking fundamentals (TCP/IP, routing, DNS, broadband technologies) is highly beneficial.
Hours of work
Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:
- 2 day shifts from 7.00am to 7.00pm.
- 2 night shifts from 7.00pm to 7.00am.
The above shift pattern would be followed by a 4‑day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays or sickness.
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